PBX systems and TAPI ?

Edwards Finance > Phones

Q. Anyone know of a list of the top ten (say) PBX system and whether they offer TSPs?

A. I don't know what people would consider to be the top ten PBX systems - that would depend on features you're looking for, size, expandability, etc. As far as TSP's are concerned, all the big PBX players, AT&T, Nortel, Harris, Rolm, etc. all provide TSP's for various PBX platforms they offer. Chances are that these days you can get a TSP for just about any mainstream PBX that's out there. Exactly what each TSP supports depends on the PBX in question. That's actually just the answer I was looking for. We're developing an in-house knowledge/call centre system and we're currently using TAPI to extract caller and dialled number information from our Nortel Meridian 1 PBX. However, we're also looking at the possibility of installing the system in other organisations and I'm trying to get a feeling of how much work is involved. If there is a TAPI solution for the majority of the systems out there, that makes me a lot happier :-) I didn't relish the prospect of learning/investing in bespoke proprioritory API's. Modify to work around differences in TAPI implementations is a lot more attractive. A fundamental point to check when evaluating a TSP on a given PBX is whether it supports wave ports and route points. If it doesn't then all you will be able to do is support call control and logging type applications. However, if does support wave play/record and a route points then you can implement quite snazzy call center applications like voice mail, ACD, IVR, etc along with desktop and third party call control. I working now with several PBX TSPs, I will say that small differences in support can dramatically affect your ability to build solid, complete applications. For example, does the TSP support the LINECALLINFO's dwCallID? If it does you have a good general mechanism for tracking call movement. If not you are screwed. Another example is does it allow lineRedirect() to move OFFERING calls? If not then when you (for example) blind transfer a call to an agent you won't be able to pull it back if the agent never answers. There are endless small issues like these as you move from one PBX to another. The one that always seems to be an issue is the event order when calls are moved. For example, if the PBX supports a pick up from the phone capability then an application may want to know when a call is picked up. However, the event call may first go disconnected/Idle on the station it is leaving before presenting on the station it is moving to OR visa versa OR either way. Not 100% sure but I don't think the Nortel TSP (which is our own switchboard) supports wave ports. Which means that, as you say, voice stuff is out of the window. We're using a PC based system to record the calls by putting a little box in the handset wire that converts the signal to a line-in which can be plugged into the MIC port. Our TAPI application waits for the agent to pick up a call and starts recording. Bit of a fudge but works well.

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